Ebra Khan

About Ebra Khan

Results-oriented Operations and Customer Support Leader with over 7 years of experience managing high-performing teams across voice, chat, and email channels. I specialize in KPI/SLA management, workforce planning, and process optimization.Skilled in Excel (PivotTables, VLOOKUP), Google Sheets, and CRM tools like Zoho & HubSpot, I drive performance through data-driven insights, coaching, and quality assurance. Known for improving CSAT scores, reducing repeat contacts, and building SOPs that scale.Looking to contribute to a dynamic organization where I can continue to lead with empathy, streamline service operations, and deliver top-tier customer experience service

Experience

1. Customer Service Operations Manager

   Nila Cares

   Sep 2025 — Present · Delhi, IN

   Operations & Strategy Professional specializing in healthcare and eldercare operations with a focus on building scalable city-level services, optimizing processes, and driving customer satisfaction.I bring hands-on experience in city launch execution, care team management, and vendor partnerships—ensuring every operational component runs efficiently and empathetically. My approach combines structure and empathy: implementing strong SOPs and KPIs while keeping the human element at the center of care delivery.Highlights:Designed and executed city launch plan from ground up—covering recruitment, vendor tie-ups, marketing, and customer onboarding within 2 weeks.Developed clear escalation frameworks and communication templates to handle customer emergencies swiftly and professionally.Proposed Care Manager App features to enhance operational transparency, real-time reporting, and customer confidence.Passionate about improving care delivery systems, I aim to create sustainable, efficient, and trustworthy operations that bridge the gap between families abroad and their loved ones at home.

Education

• Institute of Management Studies (IMS) Ghaziabad - Business School

  Bachelor of Science - BS, Biotechnology

• Jamia Millia Islamia

  Master of Science - MS, Biochemistry

• Kendriya Vidyalaya

  Intermediate

  2011 — 2012